ITIL V3 Foundation:サービストランジション(Service Transition)

1. Lifecycle Phase(Service Transition)

Service Transition consists of the management and coordination of the processes, systems and functions required for the building, testing and deployment of new and changed services. Service Transition establishes the services as specified in the Service Design phase, based on the customer and stakeholder requirements.

  • supporting the change process of the business (client)
  • reducing variations in the performance and known errors of the new/changed service
  • ensuring the service meets the requirements of the service specifications
Policies of Service Transition
  • Define and implement guidelines and procedures for Service Transition.
  • Implement all changes through Service Transition.
  • Use common frameworks and standards.
  • Re-use existing processes and systems.
  • Coordinate Service Transition plans with the needs of the business.
  • Create relations with stakeholders and maintain these.
  • Set up effective controls on assets, responsibilities and activities.
  • Deliver systems for knowledge transfer and decision support.
  • Plan packages for releases and deployment.
  • Anticipate and manage changes in plans.
  • Manage the resources proactively.
  • Continue to ensure the involvement of stakeholders at an early stage in the service lifecycle.
  • Assure the quality of a new or changed services.
  • Proactively improve service quality during a Service Transition.
Generic roles
  • Process owner - The process owner ensures that all process activities are carried out.
  • Service owner - The service owner has the responsibility, toward the client, for the initiation, transition and maintenance of a service.
The most important service transition roles and responsibilities
  • service asset manager
  • configuration manager
  • configuration analyst
  • configuration administrator/librarian
  • CMS/tools administrator
  • change manager
  • release packaging and build manager
  • deployment manager

2. Functions and Processes

2.1 Transition Planning and Support

Transition planning and support ensures the planning and coordination of resources in order to realize the specification of the Service Design. Transition planning and support plans changes and ensures that issues and risks are managed.

  • Set up transition strategy
  • Prepare Service Transition
  • Plan and coordinate Service Transition
  • Support
2.2 Change Management

The primary objective of change management is to enable beneficial changes to be made, with minimal disruption to IT services. Change management ensures that changes are deployed in a controlled way, i.e. they are evaluated, prioritized, planned, tested, implemented and documented.
The seven R’s of change management represent a good starting point for impact analysis:

  • Who raised the change? (Raised)
  • What is the reason for the change? (Reason)
  • What is the return required from the change? (Return)
  • What are the change’s risks? (Risk)
  • What resources does it require? (Resources)
  • Who are responsible for build, testing and implementation? (Responsible)
  • Which relationships exist between this and other changes? (Relationship)
  • Create and record
  • Review the RFC
  • Assess and evaluate changes
  • Authorize the change
  • Coordinate implementation
  • Evaluate and close
2.3 Service Asset and Configuration Management

Service Asset and Configuration Management (SACM) manages the service assets and Configuration Items (CIs) in order to support the other service management processes. SACM defines the service and infrastructure components and maintains accurate configuration records.

Configuration Item (CI)

A Configuration Item (CI) is an asset, service component or other item that is (or will be) controlled by configuration management.
Attribute:An attribute is a piece of information about a CI.
Relationship:A relationship is a link between two CIs that identifies a dependency or connection between them.
Configuration structure:A configuration structure shows the relations and hierarchy between CIs that comprise a configuration.
Configuration Management Database (CMDB):A database used to store configuration records of CIs.
+++++++ Activities

  • Management and planning
  • Configuration identification
  • Configuration control
  • Status accounting and reporting
  • Verification and audit
2.4 Release and Deployment Management

Release and deployment management is aimed at building, testing and delivering the capability to provide the services specified by Service Design.
Release:A release is a set of new or changed CIs that are tested and will be implemented into production together.
Release unit:A release unit is a part of the service or infrastructure that is included in the release, in accordance with the organization’s release guidelines.
Release package:A release package is a single release unit or (structured) collection of release units.

V Model を参照
  • Planning
  • Preparation for building (compilation), testing and deployment
  • Building and testing
  • Service testing and pilots
  • Planning and preparing the deployment
  • Transfer, deployment, and retirement
  • Verify deployment
  • Early life support
  • Early life support
2.5 Service Validation and Testing

Testing of services during the service transition phase ensures that the new or changed services are fit for purpose (utility) and fit for use (warranty).The goal of service validation and testing is to ensure the delivery of that added value that is agreed and expected.

  • Validation and test management
  • Planning and design
  • Verification of test plan and design
  • Preparation of the test environment
  • Testing
  • Evaluate exit criteria and report
  • Clean up and closure
2.6 Evaluation

Evaluation delivers important input for Continual Service Improvement (CSI) and future improvement of service development and change management.
Evaluation report
An evaluation report contains a risk profile, a deviations report, a qualification and validation statement (if necessary), and a recommendation (to accept or refuse the change).

  • Planning the evaluation
  • Evaluating the predicted performance
  • Evaluating the actual performance
2.7 Knowledge Management

Knowledge management improves the quality of decision-making by ensuring that reliable and safe information is available during the service lifecycle.

  • Knowledge management strategy
  • Knowledge transfer
  • Information management
  • Use of the SKMS(Service Knowledge Management System)
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